Being A Customer Service Rep: What You Really Do

Table of Contents

In this job description guide, you will find out what do Customer Service Representatives do and what is their typical work day like. After reading this, you will have a much better idea on whether you will like working as a Customer Service Representative or not.

Job summary

Customer Service Reps interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

We asked Customer Service Reps how satisfied they are with their job. Here is what they said.

Job satisfaction

61%

How meaningful is this job

44%

61% of them said they were satisfied with their job and 44% said they find that their job makes the world a better place or helps to make someone else’s life better.

Typical day

On a daily basis, Customer Service Reps Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. They Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

1 of the main responsibilities as A Customer Service Rep is to Check to ensure that appropriate changes were made to resolve customers’ problems.

Some may also Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

In a normal work day, another thing that Customer Service Reps do is they Determine charges for services requested, collect deposits or payments, or arrange for billing.

In addition to that, they Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers..

A typical day for A Customer Service Rep look like this:

Maintain financial or account records.

Respond to customer problems or complaints.

Execute sales or other financial transactions.

Respond to customer problems or complaints.

We asked some Customer Service Reps a few questions to find out what else does their work day look like. Here is what we found.

Do you have telephone conversations everyday in this job?

100% said yes

Do you have to use email everyday in this job?

74% said yes

How important is it to work in a team in this job?

47% said very important

Do you have group discussions everyday in this job?

66% said yes

Do you have to meet strict deadlines everyday in this job?

52% said yes

Do you talk or work with customers everyday in this job?

48% said yes

Do you have to deal with angry customers everyday in this job?

24% said yes

Do you have to make decisions everyday in this job?

51% said yes

Other responsibilities

Besides the “typical day” things that Customer Service Reps do, they Refer unresolved customer grievances to designated departments for further investigation. They might also Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers’ claims.

A typical week or month for them might include:

Refer customers to appropriate personnel.

Inspect items for damage or defects.

Review customer insurance information.

Working life

Working hours

40 hours per week

Working schedule

Regular (Set schedule and routine)

In a typical work week as A Customer Service Rep, you can expect to work 40 hours per week.

Do Customer Service Reps work in an office-style work environment?

Everyday

83.84%

Once a week

0%

Once a month

0%

Once a year

0%

Never

16.16%

Do Customer Service Reps work in a warehouse-style work environment?

Everyday

2.47%

Once a week

13.25%

Once a month

0%

Once a year

4.35%

Never

79.93%

Do Customer Service Reps work outdoors?

Everyday

1.12%

Once a week

11.62%

Once a month

0%

Once a year

6.58%

Never

80.68%

Is this right for me

Best personality for this career

The Persuaders and The Helpers

You can read more about these career personality types here. You will like this career if you are someone who likes starting up and carrying out projects. They like leading people and making many decisions. Sometimes they require risk taking and often deal with business. You also like working with, communicating with, and teaching people. They like helping or providing service to others.

Related careers

They locate and notify customers of delinquent accounts by mail, telephone, or personal visit to solicit payment. Duties include receiving payment and posting amount to customer’s account; preparing statements to credit department if customer fails to respond; initiating repossession proceedings or service disconnection; and keeping records of collection and status of accounts.

They interview persons by telephone, mail, in person, or by other means for the purpose of completing forms, applications, or questionnaires. Ask specific questions, record answers, and assist persons with completing form. May sort, classify, and file forms.

They answer inquiries and provide information to the general public, customers, visitors, and other interested parties regarding activities conducted at establishment and location of departments, offices, and employees within the organization.

They make and confirm reservations for transportation or lodging, or sell transportation tickets. May check baggage and direct passengers to designated concourse, pier, or track; deliver tickets, contact individuals and groups to inform them of package tours; or provide tourists with travel or transportation information.

They accommodate hotel, motel, and resort patrons by registering and assigning rooms to guests, issuing room keys or cards, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, making and confirming reservations, and presenting statements to and collecting payments from departing guests.

Help Others Out

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